Samanage Review

It's not only taken over asset and inventory management, but it also has the ability to function across departments. However, some of the reporting metrics could be improved for more granularity.


Valuable Features

Asset tracking and inventory management, service desk solutions - incidents and self-service portal - and service catalogs are the most valuable features.

Having the data in one place is also important for use of the reporting tools.

Improvements to My Organization

Before Samanage, we were relying heavily on Google apps and humans for record keeping, asset tracking, and using groups for communication (help desk, on-boarding, etc).

Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments. This makes it easy for end users to submit help desk tickets for IT, HR, Finance.

Room for Improvement

Some of the reporting metrics could be improved for more granularity on what you want to report on.

End-point management beyond asset tracking, with the ability to remote wipe, lock, or access computers would be beneficial.

The ability to nest or further function across departments with service catalogs would be nice, too.

Use of Solution

I started using this product in its infant stages and it's come a long way. There are definitely areas for improvement, but so far, so good.

Deployment Issues

No major issues encountered.

Stability Issues

No major issues encountered.

Scalability Issues

No major issues encountered.

Customer Service and Technical Support

9/10 - the level of support is amazing and the Samanage community is extremely resourceful.

Initial Setup

Pretty straightforward. The API's tie into SSO, making provisioning easy. Role assignments are easy to assign and give access (or limit), depending on who is using the product and for what.

Implementation Team

Both, as our in-house team worked closely with the vendor. The only advice (and this applies to working with a vendor and implementing any solution) is to be clear with what you are after, ask questions, and communicate effectively across the teams.

ROI

I'm not too sure what our ROI is with regards to cost and efficiency. I would say its high, but I don't have an exact number for you.

Other Solutions Considered

  • Heat
  • Zendesk
  • KAOS

Samanage had more functionality working multi-departmental, in the addition to having other features we wanted like help desk ticketing, asset tracking, SLM reporting and integration with SSO.

Other Advice

Reach out to the vendor directly and if you choose to use this product, engage and rely on the community as a resource.

Disclosure: My company has a business relationship with this vendor other than being a customer: We engaged with Samanage years ago before the product evolved into what is today. We have a strong presence amongst the community, in addition to relationships with the development team to provide feedback around the product roadmap.
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